Karamba Casino - Declined payment with unjustified reasons

RESOLVED
posted on October 7, 2015.

I can't believe the email I received today.

After depositing £100 on the casino and after wagering 3500 I was able to collect £2431 I was over the moon. I received a email congratulation me and I was so happy the next I went the jewlers and bought a engagement ring for my girlfriend (£3500)

I receive a email today telling me the payment was declined because I had payed roulette? I had won about four hundred on the roulette and then played slots I realised the roulette was not deducting down my wager I tryed to ring the casino and the number wouldn't ring and still won't today.

I wagered the 3500 required and collected 2431. Now the casino saying I have breached the terms and conditions. I feel this is so wrong I deposited £100 to gamble now what there saying is if you go on roulette you can play but you can't win and if you do win you breach your terms and conditions and they won't pay out. If I would of lost the £100 on roulette they would not have refunded me it back I think it's shocking please can you advise.

I am now left skint because I received a email confirming my win and now they have took it away.

posted on October 8, 2015.

Dear Kernal87,

Thanks for your email. I will do my best, to clarify everything.
You deposited 100 pounds and got 100 pounds bonus on the 2nd of October. You went straight on roulette and reached a balance of 966 pounds (and not 400 pounds as you mentioned above). Due to the fact , that the deposit and bonus were played first on Roulette before complying with the wagering requirements, the balance reached cannot be considered as valid.
Please see below a reminder of our terms and conditions:

Bets placed on all versions of the following games will not count towards your wagering requirements: Video Poker, Roulette, Quick Play, Hi Lo Fever, Baccarat & 3 Card Poker. If the play bonus is wagered on any of the games mentioned above, we reserve the right to withhold any amount in excess of a player’s original deposit from a player’s withdrawal.

Don t hesitate to contact us for further information.
Best Regards,
Karamba Team

posted on October 8, 2015.

How can you ail people telling them they have won and congratulate them. To take it away.

It's says in the ail it will pend for 48 hour it weren't till 98 hours later you told me you was taking it away from me.

posted on October 8, 2015.

I think it's disgusting if you told me when I tryed to withdraw far enough but to email me saying ive won I spent all my money because You said it will be on its way to me in 48hours it's not right.

If I would of lost on the roulette you would not refund my account.

I feel if you can't win when you play them games you should not allow People to play them.

posted on October 8, 2015.

This the number I tryed to ring this number won't ring I feel karamba are a bogus casino company I have never heard a clause on any other casino you lose your winnings if you go on roulette it's a joke and it needs stopping

posted on October 8, 2015.

Dear Kernal87

We just had some tests on our number : 02075721215 and we can confirm that all tests were successful.

Could you please try again?

Thanks in advance

posted on October 8, 2015.

It's working now but when I go on your website and press the ring link it won't ring.

Can you answer my questions about why you emailed me confirming my win?

posted on October 8, 2015.

Dear Kernal87,

Please understand that many of our emails are triggered automatically, as for example, when a player request a cash out.
I would like also to remind you, that during registration to our brand, we request our players to approve those terms.

Best Regards
Karamba Team

posted on October 9, 2015.

Please see attached prove the email congratulating me was not a automatic email as it also reply to a question I asked.

AskGamblers
posted on October 9, 2015.

Based on all the facts and evidence we got on behalf both parties involved into this complaints case, we came to the following conclusions.

1/ Player deposited 100 GBP and received 100 GBP as a match deposit bonus. Player then went to roulette and won over 900 GBP. Then player move to slots and using big bets player managed to meet the wagering requirements attached to the bonus and requested a withdrawal eventually.

2/ Played then received confirmation and congratulations in an email on behalf Karamba casino which is automatically generated and sent by their system upon each and every request for a withdrawal.

3/ Soon after, player's request for withdrawal has been declined and winnings removed due to violation of not one, but two of the Karamba's terms stated within their Bonus Policy / https:­//w­ww.k­ar­amb­a.c­om/­bon­us-­policy/ /. The terms are as follows:

Bets placed on all versions of the following games will not count towards your wagering requirements: Video Poker, Roulette, Quick Play, Hi Lo Fever, Baccarat & 3 Card Poker. If the play bonus is wagered on any of the games mentioned above, we reserve the right to withhold any amount in excess of a player’s original deposit from a player’s withdrawal.

When a bet abuses the betting system – regardless of which game it was placed on – it will not count towards a player’s wagering requirements. If the player placed single bets equal to or greater than €7 or 20 percent of the bonus amount before the wagering requirements for the bonus have been met, we reserve the right to withhold any amount in excess of the player’s original deposit from a player’s withdrawal.

4/ We have been a valid evidence on behalf management of Karamba Casino where it is clearly and unambiguously displayed that player placed multiple bets on games not allowed to be used for wagering with bonus funds as well as bets in excess of teh max amount allowed to stake.

Based on all the above, we consider the actions applied in this particular case by Karamba casino as justified and in a total compliance with their bonus policy and terms.

We would like to remind player that further assistance on this case could be requested by the official regulatory body for Karamba Casino.

The case is now officially closed.